Call Flows Guide

When receiving an inbound call, Opus1 Voice will automatically match the call to the location assigned to the receiving number. From that point, Opus1 will automatically move the client through a specified call flow depending on whether the call is received during open hours, outside open hours, or explicitly closed due to holidays. 

• IMPORTANT NOTES:
  • If a user toggles “Accept incoming calls” outside of the location open hours, call flow Option 1: Location is Open will be heard by inbound callers.
  • Outbound calls can be placed at any time, even if “Accept incoming calls” is disabled

Option 1: Location Is Open

• → Plays greeting “Greeting callers hear initially”

• → Notifies users who have “Accept incoming calls”
• → Plays greeting “Greeting callers hear when waiting for the call to be answered” in a loop 4 times (unless someone picks up the call)

• → Plays “Unable to connect greeting”

• → If no one picks up:
  • → If voicemails enabled:
    • → Plays tone
    • → Customers can leave a voicemail (up to 5 minutes)
  • → if voicemails disabled:
    • → Hangs up

Option 2: Call Outside of Business Hours

• → Plays greeting “Greeting callers hear when the location is not open (outside of business hours)”

• → If voicemails enabled:
  • → Plays tone
  • → Customers can leave a voicemail (up to 5 minutes)
• → if voicemails disabled:
  • → Rings / Play same greeting a second time
  • → Call end

Option 3: Location is Explicitly Closed (e.g. Holidays)

• → Plays greeting “Greeting callers hear when the location is explicitly closed”

• → If voicemails enabled:
  • Plays tone
  • Customers can leave a voicemail (up to 5 minutes)
• → if voicemails disabled:
  • Rings / Play same greeting a second time
  • Call end